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Outbound Call Center Week in Review

August 02, 2014

Welcome the latest edition of TMCnet’s Outbound Call Center Week in Review. Here we detail some of the news making headlines from this past week.

NewVoiceMedia (News - Alert), a contact center solutions provider announced this week it created an interactive customer service map available on its website that shows statistics around VoIP and CRM usage across the globe. This includes electronic monitoring rates, call handling time, and the rate of absent employees in North America, South America, Africa, Europe, Asia, and Australia.

In other call center news, Kohl’s, the well known department store chain, is opening a call center in Dallas that will be full of perks like its own healthcare clinic and café as well as offices for management as well as full and part time customer service agents.

In the online retail world, Zulily has been successful with its flash sales and is expanding its workforce again with an additional 900 jobs at an Ohio-based call center and an additional 500 at its Obetz, Ohio distribution center. The call center plays an important role for the company as it is constantly changing sales and must keep customers constantly informed.

Over in Pennsylvania, an automated call center phone line was created to assist with driver license issues and questions and to  free up agents at the Department of Transportation.

In Virginia, Teleperformance (News - Alert) made headlines for opening a new contact center in Richmond that has 500 new employees.

Teleperformance serves companies around the world with customer care, technical support, customer acquisition and debt collection programs.

 “We are excited to grow our substantial U.S. footprint and build upon a successful relationship with the Commonwealth of Virginia and its people,” said Miranda Collard, president of Operational Delivery, Teleperformance U.S. “At Teleperformance, our business is about transforming passion into excellence, and we are fortunate to welcome a new team of talented, passionate employees at our Richmond site.”
 
That’s all for this week. Be sure to check back for all the latest in Outbound Call Center news as it happens. Until next week…



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